Article 11
Points of contact for Member States’ authorities, the Commission and the Board
Evaluation Scenarios (3 total)
Paragraph 1
Providers of intermediary services shall designate a single point of contact to enable them to communicate directly, by electronic means, with Member States’ authorities, the Commission and the Board referred to in Article 61 for the application of this Regulation.
Obligations (1)
Evaluation Scenarios (1)
dsa-11-1-contact-designated-v1
Given
Starting from the platform's public home page
When
- Searching for the public-facing regulatory point of contact
Then
- It is easy to find a page element describing a designated point of contact to be used by regulatory authorities
- Finding this detail should require no more than 3 clicks
- There is no ambiguity about this being a single point of contact, and there's no decision-making needed on the user's end; all queries by the Member States' authorities, the Commission and the Board can be addressed to the same point of contact
Platform Types
Paragraph 2
Providers of intermediary services shall make public the information necessary to easily identify and communicate with their single points of contact. That information shall be easily accessible, and shall be kept up to date.
Obligations (1)
Evaluation Scenarios (1)
dsa-11-2-contact-info-public-v1
Given
Starting from the platform's public home page
When
- Accessing the public-facing regulatory point of contact
Then
- The page element describing a designated point of contact for regulatory authorities includes accessible information about an electronic means of reaching out to them
- There can be one or more electronic contact methods (e.g. email, form submission, integrated chat widget or an external messenger app) to reach out to this single point of contact. At least one of these methods must be fully accessible to all users without any additional tooling beyond a basic browser and email access.
- The contact information/widgets must be working well (no broken links or errors) and be up-to-date.
Platform Types
Paragraph 3
Providers of intermediary services shall specify in the information referred to in paragraph 2 the official language or languages of the Member States which, in addition to a language broadly understood by the largest possible number of Union citizens, can be used to communicate with their points of contact, and which shall include at least one of the official languages of the Member State in which the provider of intermediary services has its main establishment or where its legal representative resides or is established.
Obligations (1)
Evaluation Scenarios (1)
dsa-11-3-contact-language-coverage-v1
Given
Starting from the platform's public home page
When
- Accessing the public-facing regulatory point of contact
Then
- The page element describing a designated point of contact for regulatory authorities specifies which languages it supports
- This list of languages should include at least one of the "widely understood" EU languages - English, French, or German
- The list of languages should include at least one of the official languages of the EU Member state where the platform was established or has its legal representative. Note that this may be English, French or German, in which case one language suffices for both requirements.